SPPS (Step-by-Step Problem Solving)
SPPS breaks a problem into specific, actionable parts through direct observation. It asks teams to establish what is happening and investigate causes before choosing a fix.
THE IDEA
A Logical Step-By-Step Approach
SPPS begins with direct observation (“go and look for yourself”). Compare what is happening with what should be happening, then break a large or vague problem into specific problems that can be investigated. Trace the relationships between those problems to identify causes and possible countermeasures.
Managers and employees can do this together at the point where the problem occurs. Some problems can be resolved locally without lengthy meetings; others require further investigation.
Experience can suggest useful questions, but it can also lead you to assume that a familiar cause explains a new problem. Establish what the observations support before drawing on experience to choose a response.
SPPS recommends spending 80% of your time identifying the problem and 20% fixing it. Treat this as a reminder to understand the problem before acting, rather than a proven optimal allocation for every situation.
When to use it
Diagnosing a drop in customer satisfaction by observing frontline interactions rather than assuming product flaws.
Reducing employee turnover by analyzing exit interviews and workplace conditions instead of offering salary increases.
Improving a production process by identifying the specific step causing delays.
Resolving a team conflict by observing communication patterns rather than mediating without understanding the root.
FROM THEORY TO EVERYDAY LIFE
In practice
Manufacturing defect investigation
A manufacturing team notices an increase in defect rate. Instead of immediately adjusting machines, they use SPPS to observe the production process, talk to operators, and discover that a new operator was not properly trained. They then implement targeted training, addressing the root cause rather than tweaking machine settings.
Software bug analysis
A software team experiences frequent bugs after releases. Using SPPS, they observe the development process and find that code reviews are being skipped due to time pressure. They implement mandatory code reviews, which reduces bugs significantly.
A MOMENT TO REFLECT
Put it to work.
Think of a recent problem you tried to solve. Did you spend more time understanding the problem or fixing it? How would SPPS change your approach?
When faced with a problem, what preconceived notions might be coloring your observation?
Can you identify a situation where a quick fix failed to address the root cause? How could SPPS have helped?
CONTINUE THE CONVERSATION
Source texts
- Thinking in Systems and Mental Models Think Like a Super Thinker (Dawson, Marcus P)